Getting Started Updated October 26, 2026
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What should I expect on my first case?
The answer
A few things to know before you send your first case:
- Standard turnaround is 10 business days or faster. This includes the full turnaround from the day we receive your complete case until the appliance arrives back at your office, including production and return shipping.
- Make sure your case is complete. If anything is missing, such as records or prescription details, we’ll contact you using the information provided in SmileSync. Turnaround time begins once we have everything needed to proceed.
- Track your case in SmileSync. You can check your case status at any time, and tracking information will be available in the portal once your case ships.
- Check your appliance when it arrives. Please open the package and inspect the appliance before the patient’s seating appointment. If you notice an issue, contact us within 10 days of receiving it.
- Your packing slip will be included with your shipment. Invoices are available through the SmileSync portal.
- Statements are sent monthly. You’ll receive an emailed statement each month covering the previous month’s invoices.
If you have any questions, call us at 1-800-522-4636. We’re happy to help clarify anything before your case moves forward.
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